Harmonizing Digital and Human Touch in Customer Education
Karla Kannan, SVP of Customer Experience, BirchStreet Systems. - We can't escape the digital transformation. Between Netflix, Amazon, and Spotify, digital dominates and is the wave of the future. With that said, the essence of human interaction remains irreplaceable, but it takes a balance and combination of digital and human-led efforts to drive your business growth and foster stronger customer relationships. This session explores the strategic fusion of digital learning tools and human-led training, aiming to elevate the efficiency and effectiveness of customer education programs. Discover how integrating these approaches can lead to improved customer engagement, deeper product understanding, and heightened customer satisfaction -- much more efficiently -- all while maintaining a personal touch that digital alone cannot achieve. Hear how BirchStreet has successfully leveraged this hybrid model to not only overcome challenges of high turnover, scale, and accessibility but also to enrich their customer success narratives.
